Job Description – Guest Service Agent

Part-time could be full-time with other shift hours/different department hours.

Reports To: AGM or General Manager

Requirements:

• High school diploma or equivalent Preferred but not limited
• Ability to speak fluent English
• Stand for long periods of time behind the desk and front office areas
• Carrying or lifting items weighing up to 50 pounds.
• Handling objects, products, and computer equipment
• Willing to work weekends, and/or holidays.

General Responsibilities:

• Provide prompt, friendly, courteous, and professional guest service.
• Ability to perform check-in / check-out of hotel guests in a timely and professional manner
• Act as the Manager on Duty (MOD) when scheduled.

Specific Responsibilities:

• Register guests, issue room keys, provide information on hotel services, local area and room location.
• Answer phones in a prompt and courteous manner.
• Upsell rooms where possible to maximize hotel revenue.
• Be proficient on the use of the Property Management System.
• Completion of all brand trainings for their discipline. Required to log on to Brand

Portal, know and learn the brand requirements needed for their position.

• Have a good understanding of all of hotel operating procedures.
• Accurately process all cash and credit card transactions in accordance with the established procedures.
• Administrative responsibilities such as data entry, reporting etc.
• Respond appropriately to guest complaints and guest requests and make appropriate service recovery actions to ensure total guest satisfaction.
• Perform other duties as assigned including guest room tours, special guest requests, breakfast set up, cleaning lobby area, setting up meeting room, data entry, document scanning, and preparing reports.
• Read and document all events, incidents in the communication log.
• Ensure the proper appearance of the lobby and all public areas, including the breakfast area.
• Ensure processes are followed to protect the identity, safety and security of the guests and fellow employees.
• Be proficient on the use of all front office equipment such as credit card machine, copier, and fax.
• Be willing and able to work any shift.
• Have complete knowledge of room types and offered rate plans.
• Fully understand the hotel’s franchise policy on guaranteed reservations and no- shows.
• Process cancellations and modifications to reservations.
• Promote goodwill by being courteous, friendly, and helpful to guests, managers, and all other associates.
• Promote teamwork and quality service through daily communications and coordination with other departments.

Optimum Attributes:

• Effective communication skills
• Pleasant personality
• Good team player
• Good listener
• Well-groomed and professional appearance
• Open with praise and discrete with criticism

Performance Standards:

Annual performance evaluations are subjected to contributions of measurable value to hotel metrics and goals.

Note:

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform

each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an “at will” relationship.

Reviewed with employee by

Signature: _______________________________ Name (print): ________________________________

Title: _____________________________________________________ Date: _____________________

Received and accepted by

Signature: _______________________________ Name (print): ________________________________

Title: _____________________________________________________ Date: _____________________

The company is an Equal Opportunity Employer, drug free workplace, and complies with ADA regulations as applicable.

Job Type: Full-time

Pay: $11.00 - $12.25 per hour

Edit job

Open
View public job page

Job Type: Part-time

Pay: $11.50 - $12.50 per hour

Benefits:

• 401(k)
• Employee discount
• Paid time off

Schedule:

• 8 hour shift

Education:

• High school or equivalent (Preferred)

Experience:

• Customer service: 1 year (Preferred)
• Front desk: 1 year (Preferred)
• Hotel experience: 1 year (Preferred)

Work Location: In person